IT Help Desk Manager

IntelliDyne Jobs for Veterans; Herndon (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

IntelliDyne, LLC is seeking an IT Help Desk Manager in Herndon, VA to lead a 10–15‑seat Tier 1 team in a fast-paced service delivery environment. You will ensure high-quality customer service, timely incident resolution, and continuous improvement of help desk operations.

You will oversee queue management, agent performance, training, and ITSM workflows, partnering with Tier 2/3 teams while maintaining a customer‑first culture and strong adherence to SLAs and KPIs.

Qualifications

• 5-10 years of IT support experience, with 1-2 years in a supervisory role.
• Strong understanding of Tier 1 operations and IT service workflows.
• Experience with ITSM ticketing systems (ServiceNow, Cherwell, Jira Service Management, Remedy).
• Excellent interpersonal, communication, and conflict-management skills.
• Strong organizational skills and ability to manage multiple priorities.
• Ability to analyze metrics and drive performance improvements.
• Working knowledge of Windows OS, Office 365, basic networking, and common enterprise apps.
• Active Secret clearance or higher.
• HDI Certification (e.g., Support Center Manager).

Responsibilities

• Lead, mentor, and develop a team of 10-15 Tier 1 agents.
• Schedule staff to cover operating hours and workload.
• Conduct regular one‑on‑ones, team meetings, and evaluations.
• Provide coaching, remedial training, and escalation support.
• Oversee Tier 1 queues to meet SLAs and KPIs.
• Monitor ticket volume and quality for continuous improvement.
• Document, categorize, and prioritize incidents and requests.
• Coordinate escalations to Tier 2/3 per workflows.
• Maintain a customer-first culture and handle escalated issues.
• Review CSAT and process improvement opportunities.
• Onboard new team members and deliver ongoing training.
• Update knowledge base articles, scripts, and guides.
• Identify skill gaps and develop training plans.
• Generate regular KPI reports (First Call Resolution, SLA).
• Participate in ITSM process improvements and cross-team coordination.

Skills

Tier 1 support operations

ITSM workflows

Interpersonal communication

Metrics analysis

Windows OS & Office 365

Networking basics

Conflict management

ITSM tools familiarity

Tools

ServiceNow

Cherwell

Jira Service Management

Remedy

Job description

The IT Help Desk Manager is responsible for leading and supporting a team of 10–15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

Responsibilities

• Manage, mentor, and develop a team of 10–15 Tier 1 agents, promoting a positive and productive work environment.
• Schedule staff to ensure appropriate coverage across operating hours.
• Conduct regular one‑on‑ones, team meetings, and performance evaluations.
• Provide coaching, remedial training, and escalation support as needed.

Operational Management

• Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor ticket volume, trends, and service quality to identify operational improvements.
• Ensure proper documentation, categorization, and prioritization of all incidents and requests.
• Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance

• Maintain a customer‑first culture across the help desk.
• Handle complex or escalated customer issues with professionalism and urgency.
• Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development

• Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
• Maintain up‑to‑date knowledge base articles, scripts, and troubleshooting guides.
• Identify skill gaps and develop targeted training plans.
• Generate regular performance reports on KPIs (first‑call resolution, SLA compliance, CSAT scores, etc.).
• Participate in ITSM process improvement initiatives and cross‑team coordination efforts.
• Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

Required Qualifications

• 5-10 years of experience in an IT support environment, with at least 1–2 years in a supervisory or lead role.
• Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
• Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
• Excellent interpersonal, communication, and conflict‑management skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Ability to analyze metrics and drive performance improvements.
• Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
• Active Secret clearance or higher.
• HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

Preferred Qualifications

• MCP, MCSA or MCSE certifications.
• Experience supporting enterprise or government environments.
• Knowledge of SLA management and service desk best practices.
• Experience leading teams of 10+ employees in a high‑volume support environment.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission‑aligned services and innovative, people‑first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

For individuals with disabilities who would like to request an accommodation, please contact [e-mail] or 703-575-9715.

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